Sumatra PDF crashes when closing

#1

I’ve been using Sumatra PDF for a few years, and I love it.
However, I’m having troubles after I installed it on my new laptop. It crashes when I close it, from the menu or from the x on the right corner. I tried unistalling and reinstalling, tried an older version, and both 64bit and 32bit versions, but the results are the same.

I’m using Windows 10 64bit, and the Sumatra PDF version I tried is 3.1.2 (and 3.0).
Any help would be greatly appreciated!! Thank you.

Honore

#2

A very small number of users have reported mixed crashes.

One user found “Only the “SumatraPDF-prerelease-10638.exe” works without crashes.”
That version has been replaced but you could try the latest and see if it helps.
https://www.sumatrapdfreader.org/prerelease.html

Usually it rooted in poor hardware drivers (perhaps a graphics driver application) one long investigation is described here https://github.com/sumatrapdfreader/sumatrapdf/issues/1061

#3

Thank you for your quick response.

I tried the prerelease version, but it crashes also (both 32bit and 64bit versions).

Thank you anyway.

#4

Any errors displayed? If the app hangs then see if WhatIsHang displays anything useful, otherwise in case of a crash see if AppCrashView and WinCrashReport have anything to report.

#5

Thank you for this.
What happens in my case is that when I close SumatraPDF, the SumatraPDF window closes but a little window pops up. It says: “SumatraPDF crashed (on top) We’re sorry, SumatraPDF crashed.” When I hit the OK button on this little window, it hangs, i.e. no response.

I tried AppCrashView and WinCrashReport. The latter did not give me anything. AppCrashView spat out a long report (which I don’t know what it means). Is there something in particular I should be looking at in this report?

Thank you for your help!

#6

You can select the Sumatra-specific reports from AppCrashView and WinCrashReport and copy-paste them here. Hopefully we might be able to glean some useful info. from them.

Also, what anti-malware/anti-virus are you using? Try disabling that temporarily and see if it makes any difference.

#7

Thank you again. I’m using Avast anti-virus (free), but disabling it didn’t have any effect.
The AppCrashView gave the following report for the crash of SumatraPDF. (Nothing in the WinCrashReport.) Sorry that some lines come up in Japanese, as my Windows 10 OS is the Japanese version. (I used the regular English version of AppCrashView, but still.)
Thank you for your help.

Version=1
EventType=AppHangB1
EventTime=132026268626060675
ReportType=3
Consent=1
UploadTime=132026268652673797
ReportStatus=268435456
ReportIdentifier=05cfcc24-c632-4bbe-a352-063e86642929
IntegratorReportIdentifier=94717273-f17c-44bf-b47f-6bada0a259ff
Wow64Host=34404
Wow64Guest=332
NsAppName=SumatraPDF.exe
OriginalFilename=SumatraPDF.exe
AppSessionGuid=000037f0-0001-0008-63cc-4e11310dd501
TargetAppId=W:000680228ed4f5bc345cf2be2c15b01b94dd00000904!0000a0337e010522fb4a9b1f78c8fd8ec28b9f710431!SumatraPDF.exe
TargetAppVer=2019//04//23:20:16:17!45e166!SumatraPDF.exe
BootId=4294967295
TargetAsId=3978
IsFatal=1
EtwNonCollectReason=1
Response.BucketId=84294deb493fc335e28cbd19718141d2
Response.BucketTable=5
Response.LegacyBucketId=1336651106398323154
Response.type=4
Sig[0].Name=アプリケーション名
Sig[0].Value=SumatraPDF.exe
Sig[1].Name=アプリケーションのバージョン
Sig[1].Value=3.2.0.0
Sig[2].Name=アプリケーションのタイムスタンプ
Sig[2].Value=5cbf7291
Sig[3].Name=停止時の署名
Sig[3].Value=49aa
Sig[4].Name=停止の種類
Sig[4].Value=134217728
DynamicSig[1].Name=OS バージョン
DynamicSig[1].Value=10.0.17763.2.0.0.256.48
DynamicSig[2].Name=ロケール ID
DynamicSig[2].Value=1041
DynamicSig[22].Name=追加の停止時の署名 1
DynamicSig[22].Value=49aa11f5485be77c6cb53b71eaa5b2aa
DynamicSig[23].Name=追加の停止時の署名 2
DynamicSig[23].Value=1e20
DynamicSig[24].Name=追加の停止時の署名 3
DynamicSig[24].Value=1e203188330992da1ac5c2a12bd803fb
DynamicSig[25].Name=追加の停止時の署名 4
DynamicSig[25].Value=49aa
DynamicSig[26].Name=追加の停止時の署名 5
DynamicSig[26].Value=49aa11f5485be77c6cb53b71eaa5b2aa
DynamicSig[27].Name=追加の停止時の署名 6
DynamicSig[27].Value=1e20
DynamicSig[28].Name=追加の停止時の署名 7
DynamicSig[28].Value=1e203188330992da1ac5c2a12bd803fb
UI[3]=SumatraPDF は応答していません
UI[4]=プログラムを閉じると、情報が失われる可能性があります。
UI[5]=プログラムを終了します
UI[6]=プログラムを終了します
UI[7]=プログラムを終了します
LoadedModule[0]=C:\Program Files (x86)\SumatraPDF\SumatraPDF.exe
LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\WINDOWS\System32\KERNEL32.DLL
LoadedModule[3]=C:\WINDOWS\System32\KERNELBASE.dll
LoadedModule[4]=C:\WINDOWS\System32\USER32.dll
LoadedModule[5]=C:\WINDOWS\System32\win32u.dll
LoadedModule[6]=C:\WINDOWS\System32\GDI32.dll
LoadedModule[7]=C:\WINDOWS\System32\gdi32full.dll
LoadedModule[8]=C:\WINDOWS\System32\msvcp_win.dll
LoadedModule[9]=C:\WINDOWS\System32\ucrtbase.dll
LoadedModule[10]=C:\WINDOWS\System32\COMDLG32.dll
LoadedModule[11]=C:\WINDOWS\System32\msvcrt.dll
LoadedModule[12]=C:\WINDOWS\System32\combase.dll
LoadedModule[13]=C:\WINDOWS\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.17763.503_none_4d5f75cb1b9e1db4\COMCTL32.dll
LoadedModule[14]=C:\WINDOWS\System32\RPCRT4.dll
LoadedModule[15]=C:\WINDOWS\System32\SspiCli.dll
LoadedModule[16]=C:\WINDOWS\System32\CRYPTBASE.dll
LoadedModule[17]=C:\WINDOWS\System32\bcryptPrimitives.dll
LoadedModule[18]=C:\WINDOWS\System32\sechost.dll
LoadedModule[19]=C:\WINDOWS\System32\shcore.dll
LoadedModule[20]=C:\WINDOWS\System32\SHLWAPI.dll
LoadedModule[21]=C:\WINDOWS\System32\SHELL32.dll
LoadedModule[22]=C:\WINDOWS\System32\cfgmgr32.dll
LoadedModule[23]=C:\WINDOWS\System32\windows.storage.dll
LoadedModule[24]=C:\WINDOWS\System32\advapi32.dll
LoadedModule[25]=C:\WINDOWS\System32\profapi.dll
LoadedModule[26]=C:\WINDOWS\System32\powrprof.dll
LoadedModule[27]=C:\WINDOWS\System32\kernel.appcore.dll
LoadedModule[28]=C:\WINDOWS\System32\cryptsp.dll
LoadedModule[29]=C:\WINDOWS\System32\ole32.dll
LoadedModule[30]=C:\WINDOWS\System32\OLEAUT32.dll
LoadedModule[31]=C:\WINDOWS\SYSTEM32\WINSPOOL.DRV
LoadedModule[32]=C:\WINDOWS\System32\bcrypt.dll
LoadedModule[33]=C:\WINDOWS\SYSTEM32\PROPSYS.dll
LoadedModule[34]=C:\WINDOWS\SYSTEM32\IPHLPAPI.DLL
LoadedModule[35]=C:\Program Files (x86)\SumatraPDF\libmupdf.dll
LoadedModule[36]=C:\WINDOWS\System32\IMM32.DLL
LoadedModule[37]=C:\WINDOWS\system32\uxtheme.dll
LoadedModule[38]=C:\WINDOWS\system32\dwmapi.dll
LoadedModule[39]=C:\WINDOWS\System32\CRYPT32.dll
LoadedModule[40]=C:\WINDOWS\System32\MSASN1.dll
LoadedModule[41]=C:\WINDOWS\System32\normaliz.dll
LoadedModule[42]=C:\WINDOWS\system32\ktmw32.dll
LoadedModule[43]=C:\WINDOWS\system32\uiautomationcore.dll
LoadedModule[44]=C:\WINDOWS\SYSTEM32\Bcp47Langs.dll
LoadedModule[45]=C:\WINDOWS\system32\dbghelp.dll
LoadedModule[46]=C:\WINDOWS\SYSTEM32\dbgcore.DLL
LoadedModule[47]=C:\WINDOWS\WinSxS\x86_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.17763.503_none_7e4a68b076309782\gdiplus.dll
LoadedModule[48]=C:\WINDOWS\system32\msimg32.dll
LoadedModule[49]=C:\WINDOWS\system32\urlmon.dll
LoadedModule[50]=C:\WINDOWS\SYSTEM32\iertutil.dll
LoadedModule[51]=C:\WINDOWS\system32\version.dll
LoadedModule[52]=C:\WINDOWS\system32\windowscodecs.dll
LoadedModule[53]=C:\WINDOWS\system32\wininet.dll
LoadedModule[54]=C:\WINDOWS\system32\rsaenh.dll
LoadedModule[55]=C:\Program Files (x86)\Common Files\Keyman\Keyman Engine 10.0\keyman32.dll
LoadedModule[56]=C:\WINDOWS\System32\PSAPI.DLL
LoadedModule[57]=C:\WINDOWS\System32\MSCTF.dll
LoadedModule[58]=C:\WINDOWS\System32\clbcatq.dll
LoadedModule[59]=C:\WINDOWS\System32\sendmail.dll
LoadedModule[60]=C:\WINDOWS\System32\TextInputFramework.dll
LoadedModule[61]=C:\WINDOWS\System32\CoreMessaging.dll
LoadedModule[62]=C:\WINDOWS\System32\CoreUIComponents.dll
LoadedModule[63]=C:\WINDOWS\SYSTEM32\ntmarta.dll
LoadedModule[64]=C:\WINDOWS\SYSTEM32\wintypes.dll
LoadedModule[65]=C:\Program Files (x86)\Google\Google Japanese Input\GoogleIMEJaTIP32.dll
LoadedModule[66]=C:\WINDOWS\SYSTEM32\input.dll
LoadedModule[67]=C:\WINDOWS\SYSTEM32\DWrite.dll
LoadedModule[68]=C:\WINDOWS\SYSTEM32\d2d1.dll
LoadedModule[69]=C:\WINDOWS\SYSTEM32\USERENV.dll
LoadedModule[70]=C:\Windows\System32\thumbcache.dll
LoadedModule[71]=C:\WINDOWS\SYSTEM32\policymanager.dll
LoadedModule[72]=C:\WINDOWS\SYSTEM32\msvcp110_win.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
OsInfo[0].Key=vermaj
OsInfo[0].Value=10
OsInfo[1].Key=vermin
OsInfo[1].Value=0
OsInfo[2].Key=verbld
OsInfo[2].Value=17763
OsInfo[3].Key=ubr
OsInfo[3].Value=503
OsInfo[4].Key=versp
OsInfo[4].Value=0
OsInfo[5].Key=arch
OsInfo[5].Value=9
OsInfo[6].Key=lcid
OsInfo[6].Value=1041
OsInfo[7].Key=geoid
OsInfo[7].Value=122
OsInfo[8].Key=sku
OsInfo[8].Value=48
OsInfo[9].Key=domain
OsInfo[9].Value=0
OsInfo[10].Key=prodsuite
OsInfo[10].Value=256
OsInfo[11].Key=ntprodtype
OsInfo[11].Value=1
OsInfo[12].Key=platid
OsInfo[12].Value=10
OsInfo[13].Key=sr
OsInfo[13].Value=0
OsInfo[14].Key=tmsi
OsInfo[14].Value=28441
OsInfo[15].Key=osinsty
OsInfo[15].Value=1
OsInfo[16].Key=iever
OsInfo[16].Value=11.503.17763.0-11.0.125
OsInfo[17].Key=portos
OsInfo[17].Value=0
OsInfo[18].Key=ram
OsInfo[18].Value=8084
OsInfo[19].Key=svolsz
OsInfo[19].Value=937
OsInfo[20].Key=wimbt
OsInfo[20].Value=0
OsInfo[21].Key=blddt
OsInfo[21].Value=180914
OsInfo[22].Key=bldtm
OsInfo[22].Value=1434
OsInfo[23].Key=bldbrch
OsInfo[23].Value=rs5_release
OsInfo[24].Key=bldchk
OsInfo[24].Value=0
OsInfo[25].Key=wpvermaj
OsInfo[25].Value=0
OsInfo[26].Key=wpvermin
OsInfo[26].Value=0
OsInfo[27].Key=wpbuildmaj
OsInfo[27].Value=0
OsInfo[28].Key=wpbuildmin
OsInfo[28].Value=0
OsInfo[29].Key=osver
OsInfo[29].Value=10.0.17763.503.amd64fre.rs5_release.180914-1434
OsInfo[30].Key=buildflightid
OsInfo[30].Value=893BCEED-79B1-4B2E-86C8-AA1B43C978A2.1
OsInfo[31].Key=edition
OsInfo[31].Value=Professional
OsInfo[32].Key=ring
OsInfo[33].Key=expid
OsInfo[34].Key=containerid
OsInfo[35].Key=containertype
OsInfo[36].Key=edu
OsInfo[36].Value=0
FriendlyEventName=応答が停止し閉じられました
ConsentKey=AppHangXProcB1
AppName=SumatraPDF
AppPath=C:\Program Files (x86)\SumatraPDF\SumatraPDF.exe
ReportDescription=問題が発生したため、このプログラムと Windows の対話が停止しました。
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=A3420E4A321B192DA9788EDAD0068E45
MetadataHash=-1021785650

#8

Ok, nothing in that report jumps out at me right away as the culprit so try adding an exception to Avast for the entire Sumatra installation folder, for example C:\Program Files\SumatraPDF\*. Afterwards preferably reboot Windows and immediately try running Sumatra.

If it still crashes, try rebooting into safe mode and then immediately try running Sumatra.

#9

Peter and @honorew
It may be the closing of the settings file which would likely be in the appdata folder under a potentially Japanese name (and registry)
It would be interesting to know if using a portable copy which keeps its settings in the same folder as exe also crashes
Honorew can you please see if this version works without crashing https://www.sumatrapdfreader.org/dl/SumatraPDF-3.1.2.zip try it in a folder that is not within your user area I suggest c:\testing or similar

#10

Thank you both for your replies.

Adding an exception to Avast did not have any effect. However, when booting in safe mode, SumatraPDF did not crash!

The other suggestion by GitHubRulesOK, i.e. running the portable version from c:\testing did not change matters and crashed.

So, only safe mode worked.
(Unrelated, but it took me a bit of search on the net to do safe mode boot in Windows10!)

#11

Anticipating that is precisely why I provided links to instructions for both adding an exception to Avast as well as rebooting into safe mode with Win10. :slight_smile:

All right, which means there’s definitely some program/service that’s auto-running at startup/logon and is interfering with Sumatra. What are the programs shown in Task Manager’s Startup tab?

Is “Keyman Engine” required? Can you try disabling or temporarily uninstalling it to see if that makes any difference?

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